Mobile Banking Manage Card FAQs

Report a lost or stolen card, or cancel a card in the Mobile Banking App.

What is the Mobile Banking App Card Manage Cards feature?

The Manage Cards feature on the Mobile Banking App allows you to view all active cards associated with your membership and access handy features including:

Activate a card

Activate your new Visa Debit or Credit Card and get spending.

Cancel or place a card on hold

Misplaced card: Place a temporary hold on a misplaced card. Once you locate the card, you can unlock it. Existing recurring/pending payments will not be affected

Lost or stolen card: Cancel your card if it is lost or stolen

Damaged card: If your card is not working, you can report it as damaged and a new one will be ordered for you.

Block/unblock online, international in-store or all card payments

All card payments:  Choose to block all card payments.  Existing recurring/pending payments will not be affected

Online payments:  Choose to block transactions being performed online.  Existing recurring/pending payments will not be affected

International in-store purchases: Choose to block in-store international transactions if you're not travelling overseas. Existing recurring/pending/internet/Australian in-store payments will not be affected

Order a card

When you cancel or report a damaged card, a new card will be ordered for you automatically. If you've never had a card and wish to order one, contact us on 13 14 22.

How do I access the Manage Cards feature?

After logging into the App select ‘Manage Cards’ on the home page or in the ☰ menu. Select the card you would like to view and follow the prompts. 

Can I report a lost, stolen or damaged using the Mobile Banking App?

Temporary lock for misplaced cards

If you have misplaced your card, you can apply a temporary lock while you look for it. To apply a temporary lock:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, then select the card you would like to apply the lock to by tapping the settings icon
  • Select  ‘Misplaced card’ and follow the prompts
  • To unlock the card once you have found it, select the card that has been locked from the cards view by tapping the settings icon and select Unlock card. 

Note: This lock can only applies to the card selected. Any additional cardholder’s cards will not be locked.

Cancel Card

If you have a lost card or stolen card you can permanently cancel your card and order a new one.

To cancel your card:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, then select the card you would like to cancel by tapping the ‘settings’ icon
  • Select ‘Lost, stolen or damaged card’, then select ‘Lost or stolen card’ and follow the prompts.A confirmation screen will appear. Select 'OK'.
  • A new card will be ordered for you and sent within 7-10 working days. 

Damaged card

If you have a damaged card, you can order a replacement card by:

  • Select ‘Manage Cards’ from the home page of the Heritage Bank app, and then select the card you would like to replace by tapping the settings icon.
  • Select ‘Lost, stolen or damaged card’, then select ‘Damaged’ card. A confirmation screen will appear. Select 'OK'.
  • A new card will be ordered for you and sent within 7-10 working days. 

Alternatively, call 

Australia: 1800 076 037
Overseas: +61 7 4694 9139

Cancel a Card in Heritage Online

If you do not have the Mobile Banking App, you can cancel your card in Heritage Online and contact us to order a new card. 

More FAQs

Heritage Online Help Centre

Information on internet banking services, regular transfers, password maintenance and managing your details.